Explain the benefits of effective communication on an individual, the team or department, the organisation and the customer Explain the consequences o

The ILM assignment for Effective Communication Skills is broken down into eleven work-based questions. By following this question guide and suggestions closely you should be able to achieve a ‘good pass’.

1.1 Explain the importance of effective communication in the 8 workplace

Explain the benefits of effective communication on an individual, the team or department, the organisation and the customer
Explain the consequences of poor communication on an individual, the team or department, the organisation and the customer

1.2 Describe the stages in the communication cycle

Refer to and describe in detail the five stages on pages 38 and 39
Provide a work-based example to expand your description of each stage

1.3 Identify possible barriers to communication in the workplace

Use at least one of the identified barriers from each of the four categories on page 6
For each barrier explain how they can be identified in the workplace and the impact they have on the organisation

1.4 Explain how to overcome a potential barrier to communication

Taking one of the identified barriers from question 1.3 explain how you AND the organisation can overcome or reduce its impact on effective communication

2.1 Describe the main methods of written and oral communication in the workplace and their uses

Refer to pages 40 and 41 to identify and describe at least one type of written communication and one type of oral communication
Then provide a detailed description of how each type is used and why it is selected by you and your organisation

2.2 Identify the main advantages and disadvantages of written methods of communication

Continuing on from question 2.1, identify one main advantage and disadvantage of written communication, explaining the impact of each

2.3 Identify the main advantages and disadvantages of oral communication

Continuing on from question 2.1, identify one main advantage and disadvantage of oral communication, explaining the impact of each

2.4 Explain how non-verbal communication can influence the effectiveness of oral communication

Explain how body language (such as posture, facial expressions, hand gestures, etc.) can influence oral communication
Include work-based examples to emphasise your points

2.5 Explain the value of feedback in ensuring effective communication

Using two work-based examples of feedback, explain how each of them improves communication
Ensure your answer highlights the ‘value’ of feedback
Refer to the communication cycle on pages 38 and 39

3.1 Assess own performance in a frequently used method of communication

Choose one method of communication that you use regularly (email, face-to- face, etc.), then;
Identify clear criteria to assess your own performance against (for example, reaction of the recipient; clarity of communication; appropriate use of words that are clearly understood; assertiveness; conciseness; tone of voice used etc). Ensure that your stated criteria directly relate to your chosen method of communication and that you refer to your criteria throughout your answer
Assess your own performance in your chosen method using work-based examples to illustrate your points (consider referring to your use of ego states (pages 20 to 25) and your D.I.S.C. profile (pages 26 to 37) to support your answer)
Finally, assess how well your outcome was achieved in the example/s given. Did your communication achieve your desired outcome? How did the recipient feel about your communication and how did you know? (you may refer to the communication cycle on pages 38 to 39 to support your findings)

3.2 Identify actions to improve own performance in communicating

Using your findings from question 3.1, make a comprehensive list of actions you will undertake to improve your performance
For each action explain how this will improve your communication
Your actions should be based on the ‘SMART’ model of objective setting